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At BMC we always strive to make our customers realize more value from our Products and be successful. Keeping this in mind, we introduced a new communication channel “CHAT”. This gave our customers an additional option to contact us.


We are excited to announce that the list of products supported through Chat is now expanded.  The chat feature is available to active BMC Continuous and Premier Support customers. With chat, you can connect with an experienced technical support analyst for immediate answers to basic product questions.

Use chat when:

  1. Your Knowledge Base search does not return helpful results or you have clarifying questions about the search results.
  2. Your inquiry is not of critical severity or an in-depth technical question and opening an issue does not seem necessary.
  3. You have a simple “how to” product question.


There will be situations where questions asked in chat cannot be answered immediately and may point to a larger problem. In those cases, we will initiate a Support Issue for you, and work to resolve it as we do today. Resolving problems with our software quickly and completely is always our objective. There are two chat services available, Customer Care, and Technical Support. 

  • When Customer Care representatives are available to chat, you’ll see a “Chat Now” button on selected pages of BMC Support Central.
  • To chat with a Technical Support Analyst, navigate to Submit New Issue, and select one of the products from the list below. If an analyst is available, a chat button will display.

 

When analysts are not available, you will may still contact us via the web, email, and phone.


Chat support will now be available for the following products:

  • ADDM
  • BMC Remedy AR System Server
  • BMC Remedy Asset Management Application
  • BMC Remedy Change Management Application
  • BMC Remedy Service Desk Application
  • BMC Service Request Management
  • BMC Remedy IT Service management Suite
  • BMC Performance Manager for Databases
  • BMC Performance Manager for OS
  • BPPM Infrastructure
  • CapOpt-BCO
  • CapOpt-BPA
  • EUEM
  • Cloud Management
  • DCA
  • Portal
  • Service Support Mid tier
  • TMART

 

We look forward to closely work with you on this offering.